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Customer Service Representative

2 months ago

Umhlanga, KwaZulu-Natal, South Africa iKhokha Full time
About the Role

iKhokha is seeking a highly skilled and customer-focused individual to join our Product Division as a Customer Support Officer. This is an exciting opportunity to embark on a rewarding journey with a dynamic and innovative company.

Key Responsibilities
  • Act as the frontline advocate, liaising between customers and internal teams to resolve technical support queries.
  • Address complaints and handle queries via various channels, ensuring prompt and thorough resolution according to iKhokha Service Level Agreements (SLAs).
  • Apply training, scripts, processes, and policies to maintain a balance between company policy and customer benefit.
  • Escalate urgent queries or issues that require input from Senior Management.
  • POPIA Compliance.
  • Accurately capture and manage customer details and interactions on CRM systems.
  • Be proactive in suggesting changes or improvements to scripting, sales, or service procedures that benefit iKhokha and customers.
  • Perform thorough technical troubleshooting and resolve merchant issues.
Requirements
  • Matric qualification.
  • 1-2 years of customer service or call centre experience.
  • Experience in using a CRM tool for managing customers.
  • Proficient in Outlook, Word, Excel, PowerPoint, and internet usage.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • First call resolution.
  • Deescalate situations and take ownership.
  • Call Centre, Customer service, Technical support.
Perks of Joining the Team
  • Work in a high-growth company with tangible results.
  • Enjoy hybrid, remote, and in-office work models.
  • Competitive remuneration and benefits, including Medical Aid and Group Risk scheme contributions.
  • Be guided by visionary leadership.
  • Seize the opportunity for study leave.
  • Access to on-demand learning and development.
  • Experience a friendly, collaborative culture with a team of all-round-lekker humans.
  • Coffee on tap and a selection of hot beverages provided by our onsite Barista.